Client Manager

Marsh McLennan•Walnut Creek, CA

12d•Onsite

About The Position

The Client Manager II applies experience and critical thinking to anticipate client needs and explain expanded or alternative approaches to managing employee benefit programs, including consumer-driven healthcare, alternative funding arrangements, and health and productivity management. The role recommends benefit plans that support clients’ strategic initiatives, informed by client feedback and interest. The Client Manager works with the Client Executive and clients to develop and refine benefit strategies, create marketing and renewal plans, negotiate with carriers, and manage annual timelines, including renewals and Open Enrollment. The position coordinates benefit-plan installations across vendors and carriers, develops employee communications, and manages client accounts with minimal supervision. It also supports the Client Executive with analysis and renewal recommendations, monitors potential errors-and-omissions concerns and client dissatisfaction, and helps develop and delegate work to service-team members. The role requires strong knowledge of health and welfare benefits, carriers, plan design, and factors affecting costs. Work is performed in a typical office environment, with travel to client sites and occasional overnight travel. Extended work hours may be required during peak periods and for networking or industry functions.

Requirements

Generally 5–7 years of experience servicing group health and benefits sales or service at a brokerage or carrier.
At least 3 years of experience servicing large client groups of 50 or more lives at a brokerage.
A successful work history demonstrating strong client service skills and progressively greater responsibility.
Strong understanding of health and welfare plan benefits and carriers, recognized by colleagues and clients.
Strong communication skills, including the ability to explain technical matters in non-technical terms and present information clearly, concisely, and accurately in writing and verbally.
Strong knowledge of employee health insurance carriers, their strengths and weaknesses, plan design features, and factors affecting cost and plan design.
Maintain a valid, unrestricted Life and Disability License in California and meet continuing education requirements.
Maintain a valid driver’s license and dependable transportation.
Proficiency with Microsoft Word, Excel, and PowerPoint, including experience creating tables, charts, graphs, pivot tables, and formulas.
Ability to use a computer keyboard and office equipment, and to sit in a stationary position for extended periods.
Ability to travel to client sites, usually within driving distance, with occasional stays of two to three nights out of town.
Ability to work extended days of 10–12 hours on occasion during peak workloads and attend networking or industry functions that may begin before the workday or extend into the evening.

Nice To Haves

Bachelor’s degree strongly preferred.

Responsibilities

Participate in initial client strategy meetings and refine strategies with client input and carrier data.
Develop client marketing strategies based on client needs, history, and knowledge of carriers and benefit designs.
Negotiate with carriers on behalf of clients, using historical trends, claims information, and internal underwriting expertise to evaluate rate decisions.
Manage client annual timelines, including renewal and Open Enrollment processes.
Participate in and frequently lead strategic planning and renewal meetings.
Coordinate benefit-plan installation, manage vendor and carrier communications, resolve system compatibility issues, and address other implementation issues.
Create benefit-package strategy and branding, including key messages for Open Enrollment meetings and plan-specific communications.
Develop Open Enrollment communications that explain benefit programs and help employees become informed healthcare consumers.
Develop the analytical, customer service, and communication skills needed to perform as a Client Executive.
Manage the client book with minimal Client Executive supervision, including tracking renewal dates, following up with the team, gathering renewal information, and updating presentations.
Present to the Client Executive financial measures used to predict and analyze plan costs and the factors affecting costs and premiums.
Learn to present renewal outcomes and recommendations to clients, with the goal of taking on those responsibilities.
Keep the Client Executive informed of potential errors-and-omissions concerns and client dissatisfaction, and collaborate on resolutions and preventive solutions.
Assess service-team members’ skills and knowledge through regular interaction and observation, and recommend training and development opportunities.
Delegate tasks appropriately based on team members’ skills and abilities.
Ensure projects stay on schedule and deadlines are met.
Maintain account files, document account issues, and maintain the Agency Management System.
Build and maintain effective, positive working relationships with internal associates and clients.